Angel Tirado

Information Technology Professional

Toa Baja, PR

acrh0k@r.postjobfree.com - 787-***-****

Authorized to work in the US for any employer

WORK EXPERIENCE

Business Development Consultant/Project Manager

Atlantis Consulting Group - Carolina, PR - September 2013 to July 2014 Project manager and consultant for the restructuration of the IT department for various healthcare high profile customers in Puerto Rico.

• Designed IT Infrastructure engineering solutions that range from datacenter design, LAN/WAN networks MPLS networks, Security, servers (datacenter and cloud), desktop implementation.

• Engage with vendors in the development of turnkey solutions ranging from application development and hardware integration.

• Responsible for projects lifecycle, change management, resources, and testing. Senior Sales and Business Development Manager

Telefonica Empresas - Guaynabo, PR - April 2010 to July 2013 Business development and marketing

• Provide sales and management services in the telecommunications industry, operations, communications and IT services in a variety of industries in:

• Strategic & Business Planning

• Budget Management

• Contract Negotiation

• Account Development/Acquisition

• P&L/ Financial reporting

• Cobit and ITIL

• Helpdesk and service management development

• Communications/IT Service

• Engagements lead for infrastructure project for both private and public cloud computing (VMware). This includes a variety of business segments (security, healthcare, distribution and service industries, just to name a few.)

• Review engagement contracts with technical team in the identification of project requirements and project planning.

• Established project methodology process and SLA (Service Level Agreement) programs. Vice President IS&T (CTO)

Universal Insurance Group - San Juan, PR - 2003 to 2005 Leadership & Organizational Management

• Responsible for overall technical strategy throughout the organization, which included over 6 regional offices.

• Senior technical officer for the company and overseen all the activities of the Technology Division, responsibilities included develop strategic and operational plans and maintain the IT division services and budgets for the organization.

• Maintained an organizational structure of 11 managers and 63 staff personal for the department, which total 74 persons that support IT strategic and operational needs for the company.

• Implemented and manage the service desk department and achieved a high level of internal and external customer satisfaction by providing highest levels of service and support, utilizing Six Sigma, ITIL and Cobit methodology.

• Also responsible of identifying improvements to existing hardware and software systems, reviewing all requests for hardware, software, and telecommunications equipment.

• Participated in the IT Governance Committee as chairman of technology. Strategic Planning and Budgeting

• Responsible for companywide disaster recovery and business continuity plans and procedures.

• Oversee the project management office that included a team of 6 project managers. The PMO have a 47 project portfolio with an 85% of projects deliver on time and under budget, providing organizational agility to market.

• Exceptional analytical and problem solving skills, with the ability to make decisions based on changing conditions.

Field Operations and Communications Director

COX Communications Corporation - Austin, TX - 2001 to 2003 Leadership & Organizational Management

• Operations Director, over all responsibilities included facilities operations, logistics, distribution and service dispatch center.

• Responsible for integration, administration and management of voice/data communications system, wireless technologies, router configuration, network system security (firewalls), network monitoring and reporting, communication services charge back, capacity planning, disaster recovery and equipment utilization. Providing direct reporting to VP of Operations changes in policies and regulation, including contract information and changes on contractual services. (Overall operations related components.)

• Provide guidelines and mentoring in the hiring, training, compensation and retention techniques to departmental managers.

Strategic Planning and Budgeting

• Negotiated with external vendors (U.S and International) in the acquisition of hardware and software, including the coordination of network services and provisioning.

• Provided guidelines in the automation of filing and customer record categorization of demographics, including total automation of reports procedures for federal and local regulations.

• Design contingency plans for operations, logistics, MIS, and emergency catastrophic programs.

• Excellent budget management skill included the disbursement of $5million dollars for the implementation of the call center and the negotiations and acquisition of equipment and services.

• Created a system process benchmark for the integration and customization of software ERP process. Responsible for reporting and standardization system process utilizing Capability Maturity Model Integration guidelines.

Senior Operations Director

VAL COMMUNICATIONS CORPORATION - Temple, TX - June 1999 to January 2001 Communications and Network Consultant Leader

Help-Desk and Outsourcing Group - June 1998 to June 1999 Leadership & Team Management

• Responsible for general operations of $12 million dollars Technology and Communications Consulting firm, including sales, service and support, logistics, outsourcing, marketing and information system operations.

• Staffed and managed the Outsourcing Engineering team to provide the tools and services in the implementation of the next generation of Internet & Network Application services, based on the Internet Application Provider Architecture.

• Managed six full-time engineers in the area of Application and Network development projects. Strategic Planning and Budgeting

• Established and managed the OET vendor relationships - responsibilities include establishing long term partnerships, trading programs and benchmarking. (Microsoft, 3Com, Cisco, Citrix, Compaq, IBM, Toshiba, Logitech)

• Responsible for an annual budget of $1.2 million earmarked for the OET tools needed for the marketing and sales design strategy.

Product Development & Technical Marketing

• Managed the Telecommunication solution process and product integration across the state of Texas.

(Healthcare portal)

• Increase sales revenues 32% in the past 2 years as technology operations manager. Extending Operations from Central Texas Region to State wide operations including Oklahoma and East New Mexico. South America Customer Support Manager, Latin Americas Group (LAG) DELL COMPUTERS CORPORATION - Round Rock, TX - December 1997 to June 1998 Technical Support Manager

Premier Access Americas Group - February 1996 to December 1997 Leadership & Team Management

• Managed over 120+ technical support and customer service representatives in the Latin America inbound call center. Motivated the diverse team of engineers to perform and deliver the product for customers. Exceeding 97% response time and 1st time fix for 6 consecutive months.

• Provided leadership to a team of engineers and Quality Assurance personnel through assessment of work and monitoring of progress in the overall integration of the products and services. Operations

• Helped develop and manage technical partnership for the next generation service and product development with key customers including Lucent, Rockwell, Motorola, Nortel Networks, 3com, Microsoft, just to name a few.

• Direct reported to Dell Latin America VP and assisted Departmental manager in their sales and marketing projects.

Product Development

• Designed, developed and improved the reliability of Dell products and customer support operations in Latin America and Caribbean markets.

• Coordinated product and service development and integration efforts across Latin America Countries and U.S.

• Developed and reworked the front-end customer support module. Developed partnership with local vendors and providers in the deployment and execution of services to customers in their respective countries. Information Technology Security and Intelligence Specialist (E-6) (MIS) United States Army - 1989 to 1995

Security clearance active till (2005)

EDUCATION

Master of Business Administration

Tarlenton University, University of Texas - Austin, TX May 1999

B.S

Baylor University - Waco, TX

May 1996

B.A. in Business Administration

Metropolitan University of Puerto Rico - Cupey, PR June 1991

SKILLS

Six Sigma. PMP, MCSE

ADDITIONAL INFORMATION

TECHNICAL SKILLS

• 20years experience in Information Systems and Telephony Technology communications.

• 12 years as Project Manager Consultant.

• 6 years developing and implementing CRM, ERP (JDE, Oracle, and PeopleSoft) global strategies. (Financial Services)

• 6 years of experience in the development, integration, and administration marketing tools.

• Over 8 years in telecommunications, banking, insurance, healthcare industry, call centers software automation, implantation and design.

• 5+ years of experience leading engineer teams in CLOUD computing and virtualization projects

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